Experienced Customer Success Manager – Part-Time Remote Customer Support Specialist for Digital Innovation and Client Engagement

Introduction to arenaflex

At arenaflex, our mission is to inspire and nurture the human spirit - one person, one cup, and one community at a time. As a leader in the industry, we strive to create a work environment that is inclusive, innovative, and customer-centric. Our team of technologists works tirelessly to deliver cutting-edge solutions that enhance the customer experience, drive business growth, and foster meaningful connections. We are now seeking a highly skilled and motivated Customer Success Manager to join our team on a part-time basis, working remotely from the USA.

Job Overview

This part-time remote customer support role is an exceptional opportunity for a talented individual to contribute to the success of arenaflex by delivering exceptional customer experiences, driving business growth, and fostering meaningful connections. As a Customer Success Manager, you will be responsible for leading the development and implementation of marketing and personalization technology, collaborating with cross-functional teams, and driving technical solutions to enhance customer engagement and loyalty.

Key Responsibilities

• Manages product planning and development through daily collaboration and decision-making with a cross-functional team, including designers, engineers, and business stakeholders
• Translates customer experience into technical requirements and product solutions
• Drives technical solutions for large features/complex elements independently
• Is knowledgeable about end-to-end system architecture
• Creates data flows and functional and technical specifications on a case-by-case basis
• Responsible for defining the acceptance criteria of a product feature
• Accountable for documentation of requirements and acceptance criteria per process, provides guidance to others in the working group
• Collaborates with makers, engineering, and QA to align on measurement and delivery planning
• Ensures the engineering team has the required information on endpoints, inputs, and outputs
• Helps resolve technical blocking issues and coordinates solutions across multiple technical teams
• Performs validation of features against customer and business objectives and acceptance criteria
• Determines technical possibilities, conditions, and constraints of features with support from neighboring technology groups as needed
• Identifies technical trade-offs, raises opportunities, and manages mitigation in collaboration with neighboring teams
• Communicates effectively with technology and business groups independently
• Serves as a mentor/tutor to the team on various technical product management skills
• Collaborates with engineering to define technical solutions for analysis definition
• Defines product performance and effectiveness metrics that measure and benchmark product success
• Monitors feature performance to identify valuable opportunities for continuous improvement
• Drives optimization and process improvements between product, design, and development teams
• Stays up-to-date with technology capabilities and applies knowledge to contribute to product solutions, suggesting and designing innovative products and features
• Works with product managers to scope and prioritize upcoming projects in the roadmap
• Manages a cross-team digital product roadmap
• Builds effective relationships with key internal engineering, product, and design teams
• Leads and manages product backlog and prioritization with our business and technology partners
• Leads product refinement meetings, partnering with engineering, product, and business teams

Required Information, Skills, and Abilities

To be successful in this role, you will need to possess the following skills and abilities:

• Leadership and Communication: Show others how it's done - with confidence, a positive attitude, patience, authenticity, and integrity, and a strong sense of accountability
• Ability to 'read the room', to know what is possible and what isn't, and to know how to navigate what is going on efficiently and effectively
• Ability to participate in difficult conversations that result in positive, meaningful outcomes
• Ability to effectively navigate complex political landscapes
• Seek and provide constructive, honest feedback
• Team-building expertise
• Ability to set expectations and hold individuals and team members accountable for their responsibilities
• Drive dynamics that favor compromise and agreement over consensus building
• Excellent written and verbal communication skills
• Exceptional service skills for a wide range of contributions

Technical Skills and Knowledge

In addition to the above skills and abilities, you will need to possess the following technical skills and knowledge:

• Understanding of the IT program and portfolio management practices
• Master-level knowledge of standards and practices for IT operations and program lifecycle management activities and expectations
• Clear understanding of project technical activities, including (1) requirements analysis and design; (2) project, program, and infrastructure planning; (3) systems integration; (4) data conversion and migration; (5) environment management and build processes; and (6) network planning and execution
• Proficiency in MS Project (Project Server) and at least one program portfolio management tool, such as MS Project Portfolio Management (PPM)
• Advanced skills in the MS Office Product Suite, particularly Word, Excel, and PowerPoint

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a part-time remote customer support specialist, you will have access to a range of training and development opportunities, including:

• Professional development programs to enhance your technical and leadership skills
• Mentorship and coaching from experienced professionals
• Opportunities to work on high-impact projects and contribute to the development of innovative solutions
• A collaborative and dynamic work environment that fosters creativity, innovation, and growth

Work Environment and Company Culture

At arenaflex, we pride ourselves on our inclusive, diverse, and dynamic work environment. As a part-time remote customer support specialist, you will be part of a team that values:

• Collaboration and teamwork
• Innovation and creativity
• Customer-centricity and customer satisfaction
• Diversity, equity, and inclusion
• Professional development and growth

Compensation, Perks, and Benefits

As a part-time remote customer support specialist at arenaflex, you can expect a competitive hourly rate of $25-$35 per hour, depending on your experience and qualifications. You will also have access to a range of perks and benefits, including:

• Flexible working hours and remote work arrangements
• Opportunities for professional development and growth
• A dynamic and inclusive work environment
• Access to cutting-edge technology and tools
• A comprehensive benefits package, including health, dental, and vision insurance

Conclusion

If you are a motivated and talented individual with a passion for customer success, technical innovation, and leadership, we encourage you to apply for this exciting opportunity to join our team as a part-time remote customer support specialist. With a competitive hourly rate, flexible working arrangements, and access to a range of perks and benefits, this is an opportunity not to be missed. Apply now to take the first step towards an exciting and rewarding career with arenaflex!